Refund policy

Mercado Return & Refund Policy

 

1. General Policy: No Return, No Exchange

Due to the perishable and consumable nature of food products, we maintain a strict No Return, No Exchange policy on all successfully delivered orders. This is to ensure food safety, hygiene, and product integrity for all of our customers.

2. Exceptions (When We Offer a Refund or Replacement)

We understand that mistakes or accidents happen. We will happily issue a full refund, free replacement, or store credit if:

  • The product was damaged in transit (e.g., torn vacuum seals, broken jars).
  • The product delivered is incorrect (wrong weight, wrong variant, or completely different item).
  • There is a clear, verified quality issue upon opening (e.g., unexpected mold, spoilage, or rancidity).  

3. Strict 24 to 48-Hour Reporting Window

To claim a refund or replacement for a damaged or incorrect order, you must notify us within 24 to 48 hours [Pick one] of delivery. Requests made after this window will not be eligible for compensation, as food products must be stored under specific conditions to maintain freshness.

4. Proof of Issue Required

To prevent fraudulent claims, customers must provide proof of the defect. We require:

  • Your Order Number and registered email/phone number.
  • Clear photographs or an unboxing video showing the damaged packaging, the specific quality issue, and the batch number/expiry label on the back of the pouch.

5. Order Cancellation Policy

  • Before Dispatch: Orders can be cancelled for a full refund at any time before they are packed and shipped out from our warehouse.
  • After Dispatch: Once an order is handed over to our courier partner, it cannot be cancelled or modified.  

6. Refund Timelines

Once your claim is reviewed and approved by our quality control team (usually within 1 to 3 business days):

  • Prepaid Orders: The refund will be credited back to your original payment method (Credit/Debit card, UPI, NetBanking) within 5 to 7 business days.
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to an error on our part.